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Mystery Shopper: Bedford travel agents tested on Canada

Mystery ShopperBrief: A couple want to spend 10 days exploring British Columbia by car in June. They want to see Vancouver, go whale watching and spot grizzly bears on Vancouver Island, and visit Whistler.


Budget: £5,000.


Verdict: The top three shops made the customer feel welcome, and the winner was the most thorough.


Thomas Cook


Thomas Cook, 9 Silver Street, Bedford9 Silver Street
Score:
28%


I wasn’t acknowledged and had to approach a member of staff to ask for help. I was told I would need to speak to a long-haul expert, who made herself known.


She said I would need to make an appointment once I knew what I wanted to do on holiday. I stated three times that I knew what I wanted to do, my budget and dates of travel, but she refused to help and insisted I make an appointment.


I was given a Thomas Cook Signature Canada brochure and a business card to take away. I felt almost unwelcome and the staff seemed too busy to show any interest in my enquiry.


Enjoy Holidays


Enjoy Holidays, 6 The Arcade, Bedford6 The Arcade
Score:
81%


A friendly, polite agent who asked clear questions about all aspects of my holiday, and took thorough notes approached me as soon as I entered this bright, attractive shop. However, the agent seemed a little nervous and could perhaps have had greater knowledge of my holiday destination.


She compensated by giving me a 1st Class Holidays brochure and a business card, and taking my details, promising to email a full quotation the next day once she had asked for some advice.


I received the full quote the next day, covering all the aspects I wanted. The agent had taken the initiative to upgrade hotels as we were still well under budget at £3,950.


Thomson


Thomson, 17 Harpur Street, Bedford17 Harpur Street
Score:
83%


Although I had to prompt the agent to sit down and discuss my holiday she was very friendly and enthusiastic. While she didn’t know the destination like the back of her hand, she was confident and double-checked areas of uncertainty with colleagues.


She was the only agent who called a tour operator while I was in the shop to get a price for me there and then, which I appreciated.


After it became clear this was going to be a lengthy process she offered to email me a quote that day, and gave me brochures from Thomson Tailormade and Jetsave and a business card.


The quote was competitively priced, but was missing the Whistler Mountaineer journey I had asked for.


Eagle Executive Travel


Eagle Executive Travel, 11 Goldington Road, Bedford11 Goldington Road
Score:
85%


Though from the outside this wasn’t the most attractive agency I was given a very warm welcome, and offered tea or coffee.


The agent worked well to build a rapport with me, asking questions and showing enthusiasm. She established the itinerary I wanted, the ratings of hotels I required and the type of car we’d prefer.


She then took my details, and gave me her business card and two brochures, from 1st Class Holidays and Gold Medal, saying she would email me with a costing once she had spoken to tour operators.


I received details the same day for a very suitable 10-day itinerary including all my requirements for £3,171. This included flights, car hire, three nights in Vancouver and Whistler, two nights in Victoria and Tofino, ferry crossings, a whale watching tour and a journey on the Whistler Mountaineer. I would highly recommend this shop.


Mystery Shopper winner Jessica Wilson, from Eagle Executive Travel in BedfordWinning agent: Jessica Wilson, senior travel consultant


“I’ve been in travel for 15 years, and at Eagle for 10 – I really enjoy working here. I sell Canada quite often; most of our business is long haul.”


Tips: Selling Canada



  1. Vancouver is the gateway to British Columbia. British Airways and Air Canada fly direct from Heathrow and Air Transat and Thomas Cook from Gatwick, Manchester and Glasgow.
  2. Highlights of British Columbia include the cosmopolitan city of Vancouver, historic Victoria, whale-watching and bear spotting on Vancouver Island, and Whistler, which offers skiing in winter and hiking and biking in summer.
  3. Cruises to Alaska often start from Vancouver and travel up the Inside Passage passing majestic glaciers and stopping off at gold-rush town Skagway.
  4. Learn more about Canada by completing the Canadian Tourism Commission’s agent training programme at canadaspecialist.co.uk. There are modules on all the provinces.
  5. For more on Canada, see this week’s features on luxury options and British Columbia, and subscribe to Gazetteers.com for resort and property listings.

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